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Status of Knowledge Management In A Professional Services Firm To Address Turnaround Time and Quality of Service
Zamzam Muharam, Michelle Yit, Hidajat Jann Tjakraatmadj
Pages - 65 - 86     |    Revised - 27-07-2021     |    Published - 20-12-2021
Volume - 0   Issue - 0    |    Publication Date - December 20, 2021  Table of Contents
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KEYWORDS
Knowledge Management, Professional Services Firm, Turnaround Time, Quality of Service, Indonesia.
ABSTRACT
Knowledge management is crucial for knowledge-intensive organizations, such as professional service providers. A study was conducted on a firm which specialized in survey, sampling and analysis for coal, marine and petrochemical commodities. The firm had issues in meeting turnaround time and facing poor quality of service from its surveyors and samplers, which increased customer complaints. The aim of this study was to find out the firm’s current status in knowledge management (KM), possible barriers, and to provide recommendations. A qualitative method was used where nine heads of branches of the firm were interviewed using semistructured open response questionnaire. The findings showed themes generated were the respondents supported and committed to KM, low KM management, lack of top management commitment and the firm’s experts need training and development. This study confirmed that the status of KM was low and at infant stage and barriers were top management lacking commitment and inconsistent organizational practices. The recommendations provided were to move forward with KM, set up the business strategy and align it with KM strategy called Business-KM fit. Key employees were to be given training and development program.
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Mr. Zamzam Muharam
School of Business and Management ITB, Institute Technology Bandung, Jakarta, 12950 - Indonesia
muharam.zamzam@sbm-itb.ac.id
Miss Michelle Yit
School of Business and Management ITB, Institute Technology Bandung, Jakarta, 12950 - Indonesia
Mr. Hidajat Jann Tjakraatmadj
School of Business and Management ITB, Institute Technology Bandung, Jakarta, 12950 - Indonesia